Velaro, a provider of live chat software, and Get Satisfaction, an online community platform that builds strong relationships between companies and their customers, have teamed up to provide an online customer support tool.
The integrated solution allows businesses to streamline online customer interactions by having customers complete a short pre-chat survey, which then serves up automated lists of related topics and answers provided by the Get Satisfaction support community knowledge base. From there, customers can click a button for live chat with a member of the support staff.
In addition, support staff can answer questions posed by customers by searching the Get Satisfaction community knowledge base, and can push the response to the customer with one click, allowing them to handle larger volumes of customer inquiries.
Businesses can also equip their chat operators with their Get Satisfaction knowledge, which is fully integrated within Velaro's Web-Based Agent and Desktop Agent interface products. Chat operators can also direct users to relevant knowledgebase articles by pushing content directly into chats.
"By bringing together our knowledge base and Velaro’s award-winning customer live-chat software, we aim to reinvent CRM and how businesses interact with customers online," said Wendy Lea, CEO of Get Satisfaction, in a statement. "With this new integration, we are allowing businesses to make their support staffs more efficient, while increasing overall customer satisfaction at the same time."
"Any business with a community-powered support portal from Get Satisfaction can now enhance customer loyalty with this new integrated offering," said Alex Bloom, co-founder of Velaro, in a statement. "By being able to efficiently deal with customer issues, businesses can now support more customers faster, while also building a strong base of customer advocates who have had a positive interaction experience."